Terms & conditions

Terms of use for the Hattli apps

Last updated: October 18, 2026

1Acceptance

By using the “Hattli” apps or creating an account, you agree to these terms and to our privacy policy. If you don’t agree, please don’t use the service.

2The service

Hattli is an intermediary platform for ordering food and groceries from participating restaurants and stores, and for personal delivery services (a ride, a parcel, or picking up an order from a non-participating restaurant) carried out by independent drivers. The restaurant or store is responsible for the quality and preparation of its products, and the driver is responsible for delivering safely.

3Your account

  • The information you enter must be accurate and up to date, and the phone number must be your own.
  • You are responsible for keeping your password confidential and for all activity on your account. If you suspect unauthorised access, contact the support team right away so they can end your sessions.
  • We may suspend any account that breaks these terms or is misused.

4Orders and prices

  • Prices and delivery fees are shown in shekels (₪) before you confirm your order, and the final amount is calculated on our servers.
  • Delivery fees are calculated by distance.
  • The restaurant or store may decline an order if an item has run out or because of an emergency, in which case you won’t be charged for it.

5Payment, wallet and points

  • You can pay in cash on delivery, or by card through a licensed payment gateway where available.
  • Your “Hattli Wallet” balance, cashback (0% of the item value of restaurant and store orders, excluding delivery fees, added after delivery) and loyalty points are promotional features that can’t be exchanged for cash, and their values may change.
  • The refer-a-friend reward (0₪ for each of you) is given once, after the invited friend’s first order is delivered.

6Cancellations and refunds

  • You can cancel an order in the app before the restaurant or store starts preparing it.
  • When an order is cancelled, we automatically return anything we deducted from your wallet and points. Card payments are refunded to your card within a few business days, according to your bank’s procedures.
  • If there’s any problem with an order you received, contact us within 24 hours so the support team can review it.

7Tips

Tips are optional and go entirely to the driver, up to 200₪ per order.

8Acceptable use

  • You may not misuse promo codes, create fake accounts, or manipulate prices or orders.
  • You may not abuse drivers, restaurants or the support team in any way.
  • You may not attempt to hack, disrupt or automatically scrape the platform.

9Partner restaurants and stores

  • A restaurant or store registered on the restaurant portal is responsible for the accuracy and availability of its information, prices and item photos, and for the quality of what it offers and having it ready at the stated time.
  • Hattli’s commission is calculated on the item value of each delivered order at the rate agreed with the store, and all transactions and amounts due appear in the “Account statement”.
  • With the “Request a driver” service, the delivery fee is charged to the store, and the driver collects the set amount from the recipient on the store’s behalf; it is recorded in the “Account statement”.
  • Joint offers proposed by Hattli arrive on the “Offers” page for the store to accept or decline; the store bears its share of the discount on each order at the rate shown in the offer, recorded in the “Account statement”.
  • We may stop showing a store that breaks these terms or receives repeated complaints.

10Limitation of liability

We do our best to provide a reliable and accurate service, but delivery times are estimates and may be affected by weather, roads or security conditions. Hattli is not liable for indirect damages, and its liability is limited in all cases to the value of the order concerned.

11Changes to these terms

We may update these terms from time to time, and we’ll announce significant changes in the app. By continuing to use the service after a change, you accept it.

12Governing law

These terms are governed by the laws in force in the State of Palestine, and its courts have jurisdiction over any dispute arising from them.

13Contact us

  • Phone0594558016
  • WhatsApp+970594558016
  • In the customer appAccount → Hattli Support → Live chat
  • In the driver appSupport button on the home screen → Chat with Hattli Support